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Choose Chat Channels Wisely to Optimize Potential Returns

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Effective cross-generational communication with customers requires an excellent omnichannel strategy and chat is fast becoming the cornerstone for brands around the globe. But for many Nigerian organizations, chat channels still carry a degree of security hesitancy from consumers that will need to be overcome if they hope to reap the full rewards of chat commerce.

In a global multi-industry survey of 405 companies, Aberdeen Research in partnership with Clickatell, found that at least two-thirds of firms use chat and that those that use chat in commerce achieve superior financial results while delivering a better customer experience. This included a 75% improvement in annual revenue growth and a 48% bump in customer retention rates.

The chat opportunity for Nigerian organizations is also significant. WhatsApp is the most popular social media platform in Nigeria, with 93% of internet users aged 16 to 64 years using it. These numbers prove that chat is one of the most effective ways for businesses to reach the local population – a fact that has already been acted on by some forward thinking local banks which have embraced Chat Commerce, including ​​United Bank for Africa (UBA), Guaranty Trust Bank (GTBank), First Bank of Nigeria (FBN), Fidelity Bank and Sterling Bank.

While there is a very clear business reason to use the more popular chat channels to communicate with customers, business leaders must also be aware that users may harbour some mistrust when it comes to sharing personal data over digital channels. A significant 64% of consumers recently surveyed for Clickatell’s Chat Commerce Trends Report said they’re “not sure” about security and confidentiality of chat apps.

“We are very comfortable exchanging information with our friends and family over chat, but for many customers, dealing with a bank or mobile network in this way is still a new concept. Businesses may need to spend some time educating customers around the safety of these channels,” explains Samson Isa, Director West Africa at Clickatell. “We need to repeat the message that buying a product, topping up on airtime, or buying electricity over WhatsApp is just as safe as shopping via a regular ecommerce store, or buying airtime or electricity tokens via your banking app or even at your neighbourhood’s store,” he says.

Not all channels are created equal

Isa says it is also important for businesses to choose the channels they use with care as each has its unique strengths and weaknesses.

So while Facebook Messenger has extraordinary reach, rich media capabilities and deep collaboration with its social cousin Facebook, it currently lacks end-to-end data encryption. 

However, WhatsApp’s high level of security with end-to-end encryption makes it the preferred channel when it comes to sharing sensitive information.

“When it comes to WhatsApp, only the customer and the merchant can see what is in the communication. Customers are literally holding the encryption key in their hand. Now, technically encryption can be broken, but it’s incredibly expensive and just not worth it. It’s easier to hack your customers’ email to get their details, than it is to hack their WhatsApp messages,” Isa explains.

Isa says that financial services provide the perfect use case as to how to choose the correct channel based on the purpose of the communication.

In its Chat Commerce Trends Report, Clickatell identified the top three banking services consumers wanted via chat were customer support, account balances and bill payment.

The report notes that depending on security levels and other features, different channels are better for certain uses.

WhatsApp, Google Business Messages, and Apple Business Chat are best suited to customer care, account management and banking “lobby” experiences, such as scheduling appointments.

Facebook Messenger, meanwhile, was better suited to immersive user engagement and conversations, like answering customer questions that don’t require sensitive personal information.

SMS remained the most relevant for time critical notifications. However, Isa points out that SMS is most popular for outbound use cases such as appointment reminders, shipping notifications, flight confirmations, fraud alerts, or marketing campaigns but accounts for less than 2% of inbound business interactions.

Clickatell also advises merchants to consider obfuscating personal information in communications as an additional layer of customer protection.

By showing only the last few digits of an account or card number, for example, even if the message were to be intercepted, fraudsters would never have access to all the information. What’s more, this would add to the level of customer comfort, encouraging the acceptance and use of the chat channels.

“As businesses begin to embrace Chat Commerce and develop their strategies, they will have to strike a balance between robust security, usability and adoption. The selection of a messaging app that is best suited for their needs will depend on many factors from both a business and user perspective. Security and privacy must play a key role in the decision, especially when businesses exchange sensitive and personal information,” Isa advises.

Technology

Apple Unveils Its First Virtual Reality Headset to be Launched Next Year

Tech giant Apple has unveiled its first major product in almost a decade, a new $3,5000 virtual reality headset that will be launched to consumers in early 2024.

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Italy

Tech giant Apple has unveiled its first major product in almost a decade, a new $3,5000 virtual reality headset that will be launched to consumers in early 2024.

The headset which has reportedly been in development for seven years, is intended to overlay virtual reality experiences and digital apps onto the real world.

Announcing the Apple Vision Pro Virtual reality headset at the annual World Wide Developers Conference (WWDC) in Cupertino, the company’s CEO Tim Cook said, “It is the first Apple product you look through not at”.

The Apple Vision Pro is a wearable headset that creates an augmented reality experience with everything from work meetings and meditation to movies and games.

It can also be used for work with video conferencing apps, Microsoft Office tools, or Adobe Lightroom.  While wearing the headset, users can browse by looking or making hand gestures.

The Vision Pro will run on visionOS, a new spatial computing platform designed specifically for the company’s new headset to enable developers to build apps as they would for iOS on the iPhone.

Investors King understands that the unveiling of the Vision Pro reality headset marks the first major product launch for Apple since the Apple Watch in 2015.

But it’s unclear how large the demand is for the headset. However, a Bloomberg analysis estimates that the product will generate the company $1.5 billion U.S. in sales, or 0.5 percent of the company’s revenue base.

Also, industry experts say that while some might be skeptical about the adoption of the product, it can take time for new devices to find their place in the market.

Apple’s reality headset unveiling comes days after social media giant Meta announced its new virtual and mixed reality headset, Meta Quest 3, set to launch later this year. The Vision Pro introduces Apple as a new competitor in the virtual reality market.

It is understood that Meta CEO Mark Zuckerberg and Apple’s Tim Cook have been public adversaries for years on issues central to the tech industry.

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Fund Raising

Nigerian Health Tech Startup Helium Health Secures $30 Million in Funding to Expand Offering in Africa

Nigerian health tech startup Helium Health has secured $30 million in series B funding to expand its offering across Africa.

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Nigerian health tech startup Helium Health has secured $30 million in series B funding to expand its offering across Africa.

The funding round was led by AXA IM Alts, with participation from Capria Ventures, Angaza Capital, Anne Wojcicki, and Flatworld partners. Other existing investors that participated in the round include Tencent, Ohara Pharmaceuticals, LCY Group, WTI, and AAIC.

With the recent funds raised, Helium Health seeks to expand the reach of its fintech product Helium Credit, which is one of the leading digital finance products for Africa’s healthcare sector.

Speaking on the recent funds raised, Helium Health CEO and Co-founder Adegoke Olubusi said, “We believe in a future where good healthcare is a reality for Africans, not just a few. We are deeply committed to supporting both private healthcare providers and public health stakeholders with finance, technology, and data to achieve that vision. We are delighted to have such seasoned healthcare investors accompany us on our journey”.

Also commenting on the funding round, Helium Health lead investor AXA IM Alts through the head of impact investing Jonathan Dean said, “We are delighted to invest, through AXA IM Alts’ impact investing strategies, in ‘Helium Health’s mission of providing digital solutions to improve the quality and efficacy of health services in resource-constrained environments, whilst also directly equipping health sector enterprises with affordable financial services. This investment directly contributes to AXA IM Alts’ broader impact goals of improving financial inclusion and reducing inequalities globally.”

Launched in 2020, Helium Health has extended more than $3.5 million in credit to over 200 healthcare facilities in Nigeria, including pharmacies, diagnostics centers, Hospitals, and Clinics, which have used the loans to purchase medical equipment and medications in bulk and also expand their locations.

The health tech startup works with leading global health organizations and governments, supporting them to execute their strategies, informing policy and decision-making, and improving outcomes for us all. The YC-backed HealthTech startup claims to be the widest-reaching EMR platform in West Africa, used by over 10,000 health workers across 1,000 facilities to care for over 1 million African patients, Investors King understands.

Since Helium’s health series A investment, it has grown its credit from $250,000 to a handful of healthcare facilities to more than $3.5 million across 200+ healthcare facilities in Nigeria.

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Telecommunications

Network Service Providers in Nigeria Lose Millions of Voice Subscribers as Broadband Penetration Drops

Network service providers in Nigeria have reportedly lost about 2.5 million voice subscribers as broadband internet penetration declines.

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broadband

Network service providers in Nigeria have reportedly lost about 2.5 million voice subscribers as broadband internet penetration declines.

The significant increase which was recorded in the country’s telecom sector this year seems not to have been sustained after it saw a slight downward trajectory.

The sector which recorded 227.1 million subscribers in February, fell to 226.2 million in March which saw about 1.5 million subscribers SIM become inactive. The downward trend continued to March falling to 223.7 million subscribers.

Reports reveal that the decline in subscribers negatively impacted the country’s tele density which saw it fall from 118.4 percent in March to 117.1 percent by the end of April. Also, penetration in the broadband segment declined from 48.21 percent to 48.14 percent.

Meanwhile, Internet users on the narrow band (GSM) platform increased by 678,485, where operators moved from 156.9 million in March to 157.6 million by April.

On active voice subscriptions, MTN has continued to lead as it recorded 39.7 percent penetration and 88.6 million users, while Globacom had a 27.3 percent market share with 60.3 million users. Airtel occupied the third position with 60.3 million customers and 27 percent penetration, and 9mobile had 13.4 million users and 6% penetration.

Investors King understands that the decline in voice subscribers in the telco sector could be attributed to the cash crunch that ravaged the country between February and March. This was a fallout of the Central Bank of Nigeria’s (CBN) policies on naira redesign and cash withdrawal limit, targeted at boosting the country’s cashless policy.

Nigeria, through the New National Broadband Plan (2020 to 2025) hopes to deepen internet penetration in the country by 70 percent, however, with the decline of voice subscribers recorded, it has posed a challenge to the country’s broadband plan.

In order to ensure to meet up its national broadband plan, Nigeria must ensure to eliminate factors that could hamper the penetration of internet service in the country, as it could also affect the nation’s GDP, as Broadband penetration is directly proportional to GDP.

A 2009 report by the World Bank estimated that for every 10% increase in broadband in developed nations, GDP will grow by more than 1%.

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